Misrak TVET College

Training, Teaching and Learning Materials Development

MISRAK TVET COLLEGE
under
Ethiopian TVET-System
INFOM!TION TEC"NOLO#$
%&''OT %EVICE
Level I
LEARNING GUIDE # 8
&nit o( Competence) ecord Client e*uest
e*uirements
Module Title ) ecording Client e*uest
e*uirements
L# Code ) ICT IT%+ L,+ ,-
TTLM Code ) ICT IT%+ TTLM ,.++
LO +) Log re*uest (or support
Learning #uide Date) ,./0,+1 'age 1 o( -
First Edition !uthor) ICT, IT 2Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
INTRODUCTION Learning Guide # 8
This learning guide is developed to provide 3ou the necessar3 in(ormation regarding the (ollo4ing
content coverage and topics 2
ecording client support re*uirement
This guide 4ill also assist 3ou to attain the learning outcome stated in the cover page5
%peci(icall3, upon completion o( this Learning #uide, 3ou 4ill 6e a6le to 2
ecord Client support re*uests and re*uirements according to organi7ational standards
evie4 Client support histor3 and details
Check and re*uest in(ormation (or accurac3 and urgenc3 according to organi7ational
standards
Learning Activitie
+5 ead the speci(ic o68ectives o( this Learning #uide5
05 ead the in(ormation 4ritten in the 9In(ormation %heets +: in pages ;/<5
;5 !ccomplish the 9%el(/check: in page -5
15 I( 3ou earned a satis(actor3 evaluation proceed to 9Lap Test:5 "o4ever, i( 3our rating is
unsatis(actor3, see 3our teacher (or (urther instructions or go 6ack to Learning !ctivit3 = +5
.5 Do the 9L!' test: in page > ?i( 3ou are read3@ and sho4 3our output to 3our teacher5 $our
teacher 4ill evaluate 3our output either satis(actor3 or unsatis(actor35 I( unsatis(actor3, 3our
teacher shall advice 3ou on additional 4ork5 Aut i( satis(actor3 3ou can proceed to Learning
#uide >5
$our teacher 4ill evaluate 3our output either satis(actor3 or unsatis(actor35 I( unsatis(actor3,
3our teacher shall advice 3ou on additional 4ork5 Aut i( satis(actor3 3ou can proceed to the
neBt topic5
Learning #uide Date) ,./0,+1 'age ! o( -
First Edition !uthor) ICT, IT 2Misrak TVET College
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Training, Teaching and Learning Materials Development
In"#r$ati#n S%eet 1 Recording client support requirements
De"initi#n #" ter$
C&ient ' can 6e an individual, an organi7ation, 6usiness or an institution that ma3
come in person or communicate using an3 communication means like telephone, e/
mail, (aB or online help desk to get technical support, consultation on technologies etc
L#g ( means recording client support re*uirements 6ased on organi7ational rule,
regulation and policies5
Eca&ate ' trans(erring a helpdesk that cannot 6e resolved to personnel at a lo4er
level such as an IT specialist or IT manager5
)irt &eve& Su**#rt ' usuall3 re(ers to the initial support o((ered to a customer 63
a help desk operatorC in this initial point o( contact, the o((icer determines the nature
o( the call and 4ill tr3 to solve the pro6lem i( it is straight(or4ardC support
organi7ations usuall3 have *uite clear outlines o( 4hat constitutes (irst level support5
+ri#rit, ' the value given to an incident, pro6lem or change to indicate its relative
importance in order to appropriatel3 allocate resources and speci(3 an appropriate
time/(rame (or resolution5
Service Leve& Agree$ent ' an agreement 6et4een a service provider and a
customer detailing the level o( service that is provided, usuall3 including 4hat is
covered, 4hat is not covered, the response time (or resolution5
o SLA -Service Leve& Agree$ent.
This is a contract that de(ines eBpectations 6et4een an organi7ation
and the service seller to provide an agreed/upon level o( support5 !s an
emplo3ee o( the service compan3, 3our 8o6 is to honor the %L! that 3ou have
4ith the customer5
%ervice monitoring
Contingenc3
Maintenance 4indo4s
esponse time guarantee
!n %L! t3picall3 is a legal agreement that descri6es the responsi6ilities
and lia6ilities o( all parties involved5 %ome o( the contents o( an %L! usuall3
include the (ollo4ing)
esponse/time guarantees ?o(ten 6ased on the t3pe o( call and the %L!@
E*uipment andDor so(t4are that 4ill 6e supported
Ehere service 4ill 6e provided
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'reventive maintenance
Diagnostics
'art availa6ilit3 ?e*uivalent parts@
Cost and penalties
Time o( service availa6ilit3
There ma3 6e eBceptions to the %L!5 Ae sure to (ollo4 3our compan3 6usiness rules
in detail5 %ome o( the eBceptions ma3 include the customerFs a6ilit3 to upgrade the service
level and the a6ilit3 to intensi(3 to management (or revie45 Escalation to management
should 6e reserved (or special situations5 For eBample, a long/standing customer or a
customer (rom a ver3 large compan3 might have a pro6lem that (alls outside the
parameters stated in his or her %L! 4ith 3our service compan35 In these cases, 3our
management ma3 choose to support the customer (or customer/relations reasons5
Overvie0 #" C&ient u**#rt re1uire$ent
'roviding good IT supports (or clients is vital to the e((ective operation o( an3
organisations, so 3ou ma3 (ind there are esta6lished procedures (or determining and
addressing client support issues5 In this Learning guide 3ou 4ill learn a6out these
procedures, as 4ell as the general skills and kno4ledge needed to record clientsF support
need 4ith IT pro6lems2
C&ient Su**#rt R#&e
In(ormation technolog3 is an integral part o( the operation o( modern
organisations or 6usinesses5 &sers o( in(ormation technolog3 need timel3, high/
*ualit3 support5 In addition to sound technical skills, IT support sta(( should have a
range o( skills that improve their a6ilit3 to success(ull3 provide IT services to their
clients5
The most important skills needed 63 the IT pro(essional 4ho is 4orking as a
help desk person to record the clientsF support re*uirement are)
Technical skill
!ctive listening skill
'ro(essional act
Follo4ing organi7ational rules and regulations
#ood conduct
Follo4ing call handling processes
Customer handling skill, etc

The circumstances in 4hich 3ou are re*uired to provide advice on IT
pro6lems 4ill depend on the nature o( 3our organisation5 %ome organi7ations ma3
rel3 on local IT 6usinesses to provide support, or take out a contract 4ith a
compan3 4hich provides IT support services5 ! gro4ing area o( IT is 6usinesses
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Misrak TVET College
Training, Teaching and Learning Materials Development
speci(icall3 set up to provide IT support to organisations5 These companies provide
emplo3ment opportunities (or individuals 4ith the right skills and kno4ledge5
Man3 medium and large organisations provide a centralised help desk
support service5 Clients 4ith IT pro6lems report these to the help desk5 %upport is
t3picall3 provided (or areas such as)
"ard4are and so(t4are (aults
Net4orking pro6lems ?including login pro6lems@
Email and Internet pro6lems
Consultation on purchasing in(ormation technologies
Installation and con(iguration hard4are
Training needs
'rinting pro6lems
%o(t4are installation and upgrade etc
"elp desks 4ill o(ten provide additional services to those listed here,
depending on the needs o( the organi7ation5 This can 6e per(ormed in/house, or
eBternal training providers can 6e called in5
)irt &eve& u**#rt
Clients ma3 re*uest support)
A3 calling a telephone or 63 email
The3 ma3 come in person Dcoming to o((iceD
The3 ma3 (aB
The one in charge o( recording client support re*uest log the re*uest and enter
them into a centra&ied data4ae *r#gra$ that is designed to track client support
re*uirements5 There are man3 commerciall3 availa6le programs 4hich have 6een
designed speci(icall3 (or IT support re*uirement operations5 In man3 organisations, help
desk operators attempt to (iB straight(or4ard pro6lems5 This is kno4n as "irt &eve&
u**#rt5
In some organi7ations, operators simpl3 log calls, 4hich are then allocated to the
appropriate technical sta((5 In the case o( organi7ations 4ith onl3 a (e4 emplo3ees, IT
pro6lems ma3 6e handled 63 an emplo3ee 4ho com6ines support duties 4ith other
(unctions5
The proportion o( pro6lems that can 6e handled at the (irst point o( contact 4ill
depend on the skill and training o( the help desk sta((5 !s a large proportion o( calls to an3
help desk are trivial pro6lems, (irst line support can ensure that the time o( the specialists
in the various skill groups is not 4asted and is onl3 used 4hen there is a pro6lem that
re*uires their attention5
Learning #uide Date) ,./0,+1 'age 5 o( -
First Edition !uthor) ICT, IT 2Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
Rec#rding C&ient6 u**#rt Re1uet
I( 3ou are on the help desk and a client rings, (aB, e/mail or come in person and
re*uest (or support, 4hat details do 3ou ask them to provideG In larger organisations,
particularl3 there is usuall3 specialist so(t4are in 4hich these calls are recorded5
Aelo4 is a sample o( a t3pical data entr3 (orm (or recording details o( client
re*uests5 EBamine the t3pe o( in(ormation 3ou need to record5
Sa$*&e #" a t,*ica& data entr, "#r$
Data re1uired Entr,
Log num6er)
"elp Desk OperatorFs name)
Date and time o( client re*uest)
ClientFs name)
ClientFs contact details)
%ection and location)
'ro6lem logged)
Date and time pro6lem occurred)
ComputerDperipheral a((ected
Impact o( the pro6lem on operationsD6usiness)
First line support provided ?i( an3@)
Escalate to support sta((G $esDNo
%upport sta(( re*uest details) Date and time
reported)
Name o( support sta(()
Revie0ing C&ient Su**#rt 7it#r,
evie4ing client support histor3 means checking the client support re*uest
data6ase (or the same pro6lems5 This is ver3 important to overcome the (ollo4ing main
challenges one ma3 (ace 4hile 4orking as a "elp Desk IT pro(essional5
It ena6les to (ind easil3 ho4 the previousl3 logged pro6lem is solved
It eliminates redundanc3 o( recording the same pro6lem
Learning #uide Date) ,./0,+1 'age 8 o( -
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Misrak TVET College
Training, Teaching and Learning Materials Development
It ena6les easil3 identi(3 the pro6lems solved (rom the one in *ueue
It ena6les the responsi6le IT sta(( (or the resolution o( the pro6lems logged etc
Se&"'C%ec9 1 :ritten Tet
Name:____________________ Date:_________________
Intructi#n; !ns4er all the *uestions listed 6elo4, i( 3ou have some di((icult3 doing the this sel(
check, (eel (ree to ask 3our teacher (or clari(ications5
I2 Matc% c#&u$n <A= 0it% c#&u$n <>=
! A
+5 Client a5 !greement 63 service provider and client
05 Log 65 anking or rating customer pro6lem
;5 'riorit3 c5 elocating a pro6lem to higher level IT technician
15 %ervice Level !greement ?%L!@ d5 'rimar3 support provided (or re*uest
.5 Escalate e5 Ausiness, organi7ation or individual 4ho seek
H5 First Level support support
(5 ecording client support re*uest
g5 Initial support provided to a client
h5 IT help desk pro(essional
II2 Lit even -?. i$*#rtant 9i&& re1uired 4, a %e&* de9 IT *r#"ei#na& t# rec#rd
c&ient u**#rt re1uire$ent
III2 :%at are t%e $#t c#$$#n u**#rt re1uet t%at 0i&& 4e raied 4, t%e c&ient t#
IT %e&* de9@ -&it at &eat 5 *r#4&e$ area.
IV2 Au$e ,#u are a %e&* de9 IT *r#"ei#na&A 0%at are t%e detai& #r date ,#u
$ut rec#rd 0%en ,#u receive c&ient6 u**#rt re1uet@ -&it at &eat 1B.
N#te; Sati"act#r, rating ( !! *#int a4#ve C Unati"act#r, ' 4e&#0 !! *#int
$ou can ask 3ou teacher (or the cop3 o( the correct ans4ers
La* Tet +ractica& De$#ntrati#n
Name) IIIIIIIIIIIIIIIIIIIIIIIII Date) IIIIIIIIIIIIIIII
Learning #uide Date) ,./0,+1 'age ? o( -
First Edition !uthor) ICT, IT 2Misrak TVET College
Misrak TVET College
Training, Teaching and Learning Materials Development
Time started) IIIIIIIIIIIIIIIIIIIIIIII Time (inished) IIIIIIIIIIIIIIII
Intructi#n; $ou are re*uired to per(orm the (ollo4ing individuall35
+r#cedure;
+5 !ssume that 3ou are a help desk o((icer
05 Log the re*uest support into the data6ase 4hich can 6e (ound in the EBam Folder in 3our
desktop5
;5 Include priorit3 and reason (or giving that priorit3
)irt Re1uet;
Detai&;
The +
st
client 4hoFs name is Tere(e (rom the Ministr3 o( Education, !rat Jilo 4ith a
contact num6er ,>+0;1.H<- call 3ou toda3 at +0 oFclock and asking help (or net4ork server
(ailure he encounter the pro6lem 3esterda3 at 1 oFclock so he cannot connect to the
4e6site5
Sec#nd Re1uet;
Detai&;
The 0
nd
client 4hoFs name is Mispin (rom the ECA', Aole oad 4ith a contact num6er
,>+;<.H;1< send 3ou an email toda3 at ++ oFclock re*uesting (or support o( upgrading his
Microso(t O((ice 0,,; to 0,,< he has pro6lem using his Microso(t O((ice 0,,; since
3esterda3 at ; oFclock so he cannot t3pe his reports in Microso(t Eord5
T%ird Re1uet;
Detai&;
The ;
rd
client 4hoFs name is %irac (rom the TVET !genc3, 'iasa 4ith a contact
num6er ,>0,-.H>1< send 3ou a (aB toda3 at H oFclock re*uesting (or installation o( a ne4
processor5 "is computer is not 4orking since 3esterda3 at . oFclock so he cannot use his
computer5

)#urt% Re1uet;
Detai&;
The 1
th
client 4hoFs name is Melaku (rom the #TKET, Ca6ana 4ith a contact num6er
,>+>-HH-<< come personall3 to 3ou 3esterda3 at ++ oFclock re*uesting (or support 6ecause
he cannot print his pa3roll on net4ork printer since 3esterda3 at 0 oFclock5
Line o( %upport
Net4ork Technician 2 For Net4ork 'ro6lem
Computer Technician 2 For Computer "ard4are and 'eripherals 'ro6lem
%o(t4are Technician 2 For so(t4are Installation and upgrade
NeBt line 2 support sta(( 4ith the name, da3 and time reporting (or 4ork5
Net4ork Engineer ?Tariku 2 %egno 2 0 oFclock @ 2 For Net4ork 'ro6lem
Computer Engineer ?"enuk 2 "amos 2 ; oFclock@ 2 For Computer "ard4are and
'eripherals 'ro6lem
%o(t4are Engineer ?Ermias 2 Ero62 1 oFclock@ 2 For so(t4are Installation and upgrade
Learning #uide Date) ,./0,+1 'age 8 o( -
First Edition !uthor) ICT, IT 2Misrak TVET College